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February 24, 2021 14 min

What is good online customer service, and can we improve the multi-channel customer experience? What have the last twenty years of technology advances taught us about making the business case for customer channel-shift more successful?

In this podcast, you’ll hear three things customer service leaders must do to improve multi-channel customer service performance.

We'll navigate a case study customer journey from chatbot to website, through contact centre and e-mail, as two major organisations try to resolve a simple process problem.

• LINKS •

  • 2001 A Space Odyssey. HAL and Dave.
  • https://en.wikipedia.org/wiki/Timeline_of_the_21st_century
  • • REFERENCES •

  • Critical channels of choice, 2020. The Chief Marketing Officer Council.
  • Alcock, T. & Millard, N., 2006. Self-service — but is it good to talk? BT Technology Journal, 24(1), pp.1–9
  • Zurek, B. et al., 2001. Making self service pay off, Forrester Research
  • The Inner Circle Guide to Self-Service, ContactBabel: 2014, p16
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